CHALLENGES
Growing business volumes required Voordeeluitjes.nl to expand its communication facilities and replace its existing PBX and contact center infrastructure with a sophisticated, future-proof, and hassle-free solution. It was essential that the new solution ensured reachability, 365 days a year, supporting all multi-media communications through website, phone, email, WhatsApp, and chat.
SOLUTIONS
Thorough investigation into the company’s needs and latest solutions on the market led Voordeeluitjes.nl to NEC's UNIVERGE BLUE offering. NEC’s Business Partner SPIE Nederland implemented the 120+ license based UNIVERGE BLUE CONNECT telephony and ENGAGE contact center solution to fullest satisfaction. Intermedia, NEC's strategic partner for CLOUD SERVICES, was also closely involved in the implementation. The solution provides fully integrated, high-quality communications, and being hosted in the Cloud avoids installation and management hassles.
Challenges
- The growing business required the company’s communication facilities to grow too.
- Replace the existing PBX and contact center with a future-proof hassle-free solution.
- Ensure reachability, 365 days a year, through website, phone, email, WhatsApp, and chat.
Solution
Results
- Automatic updates ensure latest functionality.
- User friendly contact center UI and management.
- Extensive search, filtering & classification enable faster call handling and better data capture.
- Flexibility for staff to work from any location.
- Further CRM integration, more extensive data enrichment and integration with a Payment Service Provider is on the horizon.
The move to UNIVERGE BLUE offers our 120 employees many advantages. Besides fully integrated quality communications, the hosted Cloud facility avoids installation and management hassles. I was impressed by the smooth transition to the Cloud. The license structure allows us to easily scale up or down on a monthly basis.
JOERI VAN ZIJL
CHIEF COMMERCIAL OFFICER
Voordeeluitjes.nl
RESULTS
Thanks to automatic updates, Voordeeluitjes.nl now always has latest functionality and because of the license structure the company can easily scale up or down per month. In addition, employees are fully flexible in where and when they work, regardless of location.
The contact center agents find the ENGAGE Client modern and refreshing, and its management is considered much easier than their previous system. Extensive search, filtering and classification functions enable faster call handling and better fully integrated customer data capture.
With UNIVERGE BLUE service levels can be set very conveniently and user-friendly within 2 minutes. The User Interface is modern, flexible and extremely user-friendly. The screen is clear and offers exactly what is needed. And the Whisper function is also a great addition that allows colleagues to step in during a conversation.”
The company’s Contact Center Manager is also very pleased with the insight into various parameters that the system offers. For example, it can now assess much better how much time is involved in various activities. The easy up- and downscaling is also a great advantage, since the contact center needs a considerably larger staffing during the busy summer period than in the quieter winter period.
Voordeeluitjes.nl foresees various future expansions, including as an online travel agent handling overflow booking traffic from hotels during peaks or, for example, outside hotel reception opening hours. Further CRM integration, more extensive data enrichment and integration with a Payment Service Provider is also on the horizon.
ABOUT
In collaboration with hotels, holiday parks and bed & breakfasts, Voordeeluitjes.nl through its brand Voordeeluitjes.nl offers guests attractive and affordable packages for stays at 2000+ hospitality locations throughout the Netherlands, Germany and Belgium. www.voordeeluitjes.nl.
